Care Delivery Supervisor Med Specialties

HealthPartners/GHI POSITION PURPOSE The Care Delivery Supervisor provides leadership, direction, organization and administration of daily clinic operations in the patient care and ancillary services areas. This position works in collaboration with the Business Systems Supervisor. Service excellence is to be centered on patient care and patient relationships and is the responsibility of all employees. ACCOUNTABILITIES Responsible for the supervision of staff, including having the authority to hire, transfer, lay off, promote, discipline and discharge, train, reward and review performance of employees. Ensures compliance to organizational and departmental policies and procedures. Patient Service Acts as an effective, consistent role model of Service Excellence; exemplifying courtesy, compassion, and responsiveness to all customers. Demonstrates that the patient is put first at every opportunity. Talks "service" routinely in order to reinforce a service orientation mind‑set. Looks for instances of missed opportunities in which employees could have better met customer needs; constructively brings such to their attention and coaches on ways to improve. Identifies training and staff development needs for employees as related to service skills. Holds self and employees accountable for meeting high standards of service toward all customers. Understands and accepts the philosophy that customer complaints and feedback are gifts to our organization. Actively listens to patients/member/families who have concerns about their care of service, seeking to understand each situation through the eyes of the patient. Documents such concerns and ensures that appropriate investigation and responses occur. Identifies trends affecting patient satisfaction, and works with the local clinic or the larger HPMG and Clinics to resolve such trends. Works with staff and other supervisors to identify opportunities to improve patient satisfaction. Includes patient satisfaction discussion at staff meetings, reviewing patient feedback with staff and setting improvement priorities. Cooperates and collaborates with the HPMG and Clinics leadership regarding the rollout of service excellence initiatives. Quality and Data Works in collaboration with other clinic supervisors, providers, front‑line staff and organizational departments to design, implement and evaluate care delivery initiatives. Uses quality management tools and measurements to monitor standards, processes, and outcomes of care. Works in collaboration with other clinic supervisors, providers, front‑line staff and organizational departments to review and interpret quality management data feedback and then make appropriate changes to improve outcomes of care. Facilitates meetings in the clinic to gather input and provide feedback to other clinic supervisors, providers and front‑line staff regarding care initiatives and outcomes of care. Actively participates in the creation, update and ongoing testing of business continuity and disaster recovery planning and preparation. Financial Plans, develops and monitors the budget for their area of responsibility. Works collaboratively with the Manager, Chief of Professional Services and other supervisors to ensure optimal revenue capture. Authorizes expenditures for their area of responsibility. Acts as a responsible steward of resources including time, materials, supplies and property. Job Functions Specific to this Position Medical supplies Medical equipment Sterilization processes Ancillary staff services/staff Local 113 expert Other jobs as assigned REQUIRED QUALIFICATIONS Graduate of a Bachelor of Sciences or Arts degree program or health related field Or six years of full time clinical nursing experience Current RN licensure in Minnesota Current RN licensure in Wisconsin within two months of hire Two (2) years of staff supervisory experience Two (2) years of leadership/management experience with a health care team Demonstrated organizational skills Demonstrated problem solving skills Demonstrated effective project management skills Ability to manage resources and staff with budget requirements Strong written and oral communication skills Strong analytical skills Basic computer knowledge and ability Customer service experience with demonstrated strength in communication skills in dealing with patient/public contacts Ability to lead, mentor and motivate employees. Ability to understand, implement and monitor care improvement, patient service and access data and process. Urgent Care Addendum Provides supervision of the daily operation of multiple designated urgent care departments requiring registered nursing expertise, assuring goals and objectives are obtained through the planning, implementing and directing of programs, procedures, systems and support personnel. Utilizes a systematic approach to nursing practice incorporating assessment, planning, nursing diagnosis, implementation and evaluation in accordance with the Nurse Practice Act, recognized professional standards and HealthPartners policy. Remains current and familiar with a variety of multi‑systems concepts, practices, and procedures, including general medical, specialty care and emergency nursing care and interventions. Tasks and Responsibilities Interviews, hires, mentors, evaluates, and disciplines support personnel for designated department. Directs and supervises the daily operation of the designated departments, ensuring appropriate and safe staffing coverage is maintained, Monday‑Friday 8am‑8pm, Saturday‑Sunday 8am‑5pm and Holidays 8am‑5pm. Adjusts staff resources to respond to emergency or unpredictable staffing circumstances and patient volumes. Answers on‑call pager and addresses concerns. Working Supervisor (30 to 50%): Performs direct patient care activities working on the floor at designated site. Triages, in person and/or by telephone, patient medical/psychological condition, arrives at a nursing diagnosis, and determines level of acuity. Manages nurse schedule for independent nurse‑only visits and implements standing orders i.e. dressing changes, staple/suture removals etc. Rotating shifts assisting in managing all critical and routine lab test results for patients seen at any HealthPartners urgent care location in collaboration with urgent care team members. Working Supervisor cont.: Assists clinician with diagnostic, therapeutic, or surgical procedures within the RN scope of practice and HealthPartners policy. Assesses and treats minor health problems independently, and performs various routine tests. May collect and process lab specimens, i.e. EKG, catheterization, urine and throat cultures. Committed to working a variety of shifts, including evenings, weekends and Holidays. Acts as a resource to direct, coordinate or delegate daily department activities. Manages flow and monitors EPIC schedules. Assists in the development and implementation of new services, programs, policies, protocols, procedures, systems and materials for designated unit and coordinates employees orientation and staff development programs/training, with an emphasis on patient safety, patient experience and emergency preparedness and response. Maintains the designated clinic sites emergency response including participating in fire drills and attending Code Blue/Emergency Response events when onsite, completing required code blue documentation and ensuring that the emergency response equipment and supplies in the department are available and operable at all times. Assists in resolution of patient concerns facilitating a positive outcome. Serves as a resource to staff and community, providing continuing education. Participates in quality improvement and outcome study activities, department in‑services and workshops, and other educational opportunities that will improve patient care (i.e. annual competencies, staff orientation, audits). Implements teaching for department’s skills day and new employee orientation. Ensures staff (& self) are current and certified in: BLS (CPR), demonstrating proficiency and competency in IV administration and EKG. Performs other tasks as assigned. #J-18808-Ljbffr